Michael Turner
Immediate steps: remain at the arrival hall, keep your boarding pass and baggage tag, photograph the empty carousel and your claim stubs, and request a Property Irregularity Report (PIR) from the ground staff of the Istanbul-based flag carrier or handling agent before leaving the airport. File the PIR with exact tag numbers and a short inventory of missing items; retain a copy and the PIR reference for all future correspondence.
Legal limits and deadlines: liability for checked baggage is governed by the Montreal Convention – maximum compensation for loss or destruction is 1,288 SDR per passenger. Notify the carrier in writing for damaged baggage within 7 days of receiving the bag, and for delayed baggage submit a written claim within 21 days from the date the bag was made available. The time to commence judicial proceedings under the Convention is typically 2 years.
Evidence and claim preparation: keep original receipts for expensive items, list serial numbers, and include purchase invoices when possible. If you purchased emergency essentials while waiting for delayed bags, save all receipts – those are claimable. Use the carrier’s official claims portal and reference your PIR; copy all emails and note telephone case numbers. If you declared a higher value at check-in (available for an additional fee), include that paperwork in your claim to seek greater recovery than the standard SDR cap.
Practical prevention and escalation: pack valuables and documents in your carry-on, attach a visible external tag with contact details, and photograph checked items before handing them over. If the carrier’s response is unsatisfactory, escalate to the civil aviation authority in Turkey (DGCA) or the consumer protection agency in the arrival/departure country, and submit a claim to your travel insurer or credit-card issuer used for the ticket purchase. Expect an initial acknowledgement within 7–14 days and a full resolution often within 30–90 days depending on evidence and paperwork.
Are bags mishandled by the Türkiye flag carrier?
If you believe the carrier from Türkiye has wrongfully retained your bags, file a Property Irregularity Report (PIR) at the arrival desk immediately, keep boarding pass and baggage tags, photograph external damage and packed contents, and obtain the PIR reference in writing.
Legal deadlines and limits: under the Montreal Convention, claims for damaged checked items must be made within 7 days of receiving the bag; claims for delayed items must be made within 21 days from the date the bag was placed at your disposal; any lawsuit for baggage-related loss or damage must be filed within two years of arrival. Carrier liability for checked goods is limited to 1,288 SDR (roughly USD 1,700–1,900 depending on exchange rates).
Documentation checklist for a successful claim: PIR number, boarding pass, baggage claim tags, photos of damage, original purchase receipts for high-value items, a detailed inventory of contents, and copies of all correspondence. Submit this package via the carrier’s official claims portal or by registered mail and keep timestamps for each submission.
Immediate mitigation steps at the airport: keep the damaged bag available for inspection, request a written damage report, purchase only necessary emergency items with receipts (these can form part of a reimbursement claim), and ask for a timeline for the carrier’s internal investigation.
Preventive measures for future trips: use robust hard-shell suitcases with reinforced corners, label bags externally and internally, register serial numbers and warranties, place a passive Bluetooth tracker inside checked bags after checking carrier policy, and avoid checking valuables (electronics, jewelry, irreplaceable documents) – carry them in the cabin.
If the carrier rejects or ignores a legitimate claim after reasonable follow-up (typically allow 6–8 weeks), escalate to the national aviation authority in the country where the flight originated or to consumer protection services for international flights; for EU/UK sectors consult the relevant enforcement bodies. Also file with travel insurance or credit-card protection if applicable.
Choose durable case designs shown in independent tests like the best luggage ever video and keep photos of packed contents and receipts to strengthen any future claim.
How to Confirm Whether Your Checked Bag Was Stolen or Simply Misrouted
File an airport irregularity report (PIR) immediately and keep the PIR/reference number; use that number plus your bag tag to trace the item through baggage-tracing services (carrier tracker and SITA WorldTracer).
Step-by-step verification
- Locate and record: boarding pass, baggage claim tag number (usually a 10-digit barcode), flight numbers, connection points and timestamps.
- At the arrivals/transfer desk, complete a PIR and request a printed copy with the reference code and handler name.
- Check automated tracking:
- Enter PIR/tag into the carrier’s baggage tracker and WorldTracer (https://www.worldtracer.aero/) to view scan history.
- Domestic misroutings: many bags arrive within 24–48 hours. International misroutings: expect 48–72 hours in most cases.
- Compare scan history against your itinerary:
- Scans at origin and at an intermediate hub but not at destination = likely misroute.
- Scanned as “released to customer” at another location = escalate immediately; get the exact timestamp and handler contact.
- No scans since check-in = investigate with ground handling company and airport operations.
- Inspect the physical case upon eventual recovery:
- Look for cut zippers, forced locks, unfamiliar tape or missing serial-number tags.
- Document with timestamped photos of damage and contents layout before removing items.
Evidence to collect and deadlines
- Keep originals: PIR copy, boarding pass, baggage receipt/tag, purchase receipts for high-value items, and any email or SMS status updates.
- Make an itemized inventory with approximate values and photographs of high-value objects and the case exterior.
- Claim timing (standard practice under international carriage rules):
- Report damaged items in writing within 7 days from receipt.
- File a written claim for delayed baggage within 21 days from the date the bag should have been delivered.
- Legal action time limit is generally up to 2 years from the date of arrival or the scheduled arrival.
- If tracing shows the bag at a different airport or on a different passenger manifest, request:
- Full scan log with timestamps and GPS/airport identifiers.
- Copies of the ground-handling handover paperwork.
- When to involve police: file a local police report if you have clear signs of forcible entry or proof the item was released to an unknown person; attach the police report to your claim file.
If the tracing history indicates the bag was physically present at airports en route but never scanned at the destination, treat that as a misroute and press the carrier’s baggage service for delivery attempts; if scans or paperwork indicate unauthorized removal or release, treat the case as an unlawful removal and escalate with police and a written claim.
Immediate Actions to Take at Baggage Claim When Your Bag Never Arrives
Go straight to the carrier’s baggage service desk with your boarding pass and bag tag stub. Do this before leaving the terminal so an agent can start a formal report onsite.
Produce documents and ID for faster processing: boarding pass, passport or photo ID, baggage claim tag stub, and your flight number. If you checked multiple pieces, list tag numbers for each.
Request and record the Property Irregularity Report (PIR) or equivalent reference number. Write down the agent’s name, desk location, time and the tracking number. That reference is required for all follow-up, insurer and credit-card claims.
Give a precise description of the missing item: brand, color, size, unique marks, serial numbers (electronics), and a short inventory of high-value contents with approximate values. Do not rely on vague terms; details speed retrieval.
Take photos on the spot: images of your bag tag stub, boarding pass, the carousel area, and any empty surroundings that might support the report. Attach these to emails and insurer forms.
Ask how you will receive updates and the estimated delivery window. Note whether tracking is available via a website (for example WorldTracer or carrier-specific portal), SMS, or email. Typical recovery windows range from 24–72 hours for many domestic movements and longer for complex international routings; get the carrier’s written estimate.
Collect written guidance on interim expenses. If you need immediate purchases (toiletries, basic clothing), request the carrier’s policy for reimbursement and whether an expenses form exists. Keep original receipts and a short log explaining each purchase.
Request delivery address and consent form for home/hotel delivery. Confirm the phone number and name of the contact who will arrange return delivery and whether a signature will be required.
Log every follow-up contact: date, time, person spoken to, summary of the conversation and any new reference numbers. Maintain copies of all reports, photos and receipts in one folder (paper and digital).
Notify travel insurers and card providers immediately. Forward the PIR reference and documentation; some policies require notification within a short window to approve interim reimbursements or provide assistance services.
If the carrier gives no acceptable resolution at the airport, ask for escalation instructions and a direct customer-relations contact. Use the PIR reference in all correspondence; escalate to a regional office or airport manager if necessary and note any promises or deadlines in writing.
How to File a Property Irregularity Report (PIR) with the flag carrier of Türkiye at the Airport
File the PIR at the carrier’s baggage service desk in arrivals before leaving the terminal and insist on a printed PIR reference plus the agent’s name and contact.
Step-by-step actions
- Go to the baggage service office at the arrival hall (near carousels). If you arrive on a connecting itinerary, report at the final arrival station immediately.
- Present these documents: boarding pass, passport/ID, booking reference (PNR), and the baggage tag stub(s). If tags are missing, show photos of the tag or any reservation email.
- Give a concise description of the bag: brand, colour, size, distinguishing marks, and estimated contents. Note the exact flight number and arrival time.
- Complete the PIR form with the agent present. Typical PIR fields to verify: passenger name, contact phone with country code, delivery address at destination, PNR, flight number, baggage tag number(s), detailed bag description, date/time, passenger signature.
- Obtain and record the PIR reference, the agent’s name, desk phone or station email, and request a printed copy of the completed report. Photograph the printed PIR for backup.
Damage, delay and follow-up
- If the bag is damaged, document damage on the PIR and take time-stamped photos at the desk. Ask for a written damage confirmation; most carriers require written notice within seven days.
- If the bag is delayed, keep the PIR reference and all boarding/baggage receipts. A delayed item is typically considered lost after 21 days; use the PIR number when following up.
- Ask how the carrier will deliver found baggage and provide a local delivery address and mobile number with country code. Confirm whether delivery is complimentary.
- Track the file online using the carrier’s baggage tracing portal (WorldTracer is commonly used). Use the PIR reference for all follow-up and emails.
What to keep: the printed PIR, boarding pass, baggage receipt stubs, photocopies of passport/ID, all purchase receipts for essentials bought because of the delay, and dated photos of damage. Use these documents if you must submit a formal claim to the carrier’s claims department or under applicable international rules.
How to Track Delayed or Lost Baggage Using WorldTracer and the Carrier App
Use WorldTracer immediately with your 10-digit bag tag number or the PIR/file reference, then enable push and email alerts in the carrier’s mobile app so updates arrive automatically.
On WorldTracer: go to https://www.worldtracer.aero/ (Passenger search). Enter last name + bag tag (usually 10 digits printed on the paper tag) or the PIR/file reference given at the claim desk. Some searches accept booking reference (PNR) and flight date. Save the WorldTracer reference shown after search results – agents will request it.
In the carrier’s official mobile app: open My Bookings, select the affected reservation, then tap Baggage or Track My Bag. If the app offers a direct WorldTracer link, follow it and paste the same tag or PIR reference. Turn on push notifications, SMS and email alerts and confirm the delivery phone number and address in your profile to prevent missed handovers.
Common status meanings: Reported – bag logged and assigned a file; Located – bag identified at a station; In transit – moving toward delivery airport; Awaiting pickup/delivery – ready to hand over; Delivered – completed. Screenshot any status pages that include timestamps and station codes (three-letter airport codes help agents).
If WorldTracer shows the bag at a different station or no status change after 48 hours, contact the carrier’s baggage tracing team via the app messaging or phone. Provide: bag tag number, PIR/file reference, booking reference, last name, and a mobile contact. Ask for expected delivery ETA and the station code handling your bag.
Keep digital evidence: save WorldTracer pages, app notifications and any email confirmations. When speaking with tracing agents, quote every reference number exactly and record the agent’s name, date and time of the call to speed up future searches or any financial recovery processes.
How to Collect and Document Evidence for a Baggage Theft or Loss Claim
Photograph and timestamp the baggage tag, boarding pass, exterior and interior condition of the case, carousel area and any nearby signage before leaving the airport; retain original boarding passes and tag stubs.
On‑site actions and exact items to capture
Record high-resolution photos and 20–60 second videos showing: bag from all sides, visible damage, empty interior, contents laid out with receipts, the claim area including carousel number and time displayed, agent counter with agent name badge if visible. Save original image files (do not only use social media uploads). Create a simple text log with date, time (local and UTC), terminal/gate, flight number, carousel and names of staff you spoke with.
Request a written incident reference from the carrier or airport desk and obtain the Property Irregularity Report number. Ask for an outdoor/terminal CCTV request form or security contact and record the security report reference or police complaint number if theft is suspected.
Post‑airport documentation, delivery windows and submission checklist
Scan or photograph and back up the following within 48 hours to cloud storage and one local copy: boarding pass, baggage tag, PIR/reference, repair estimates, original purchase receipts for high‑value items, credit card statements showing purchase, serial numbers and photo of item packaging. For file naming use YYYYMMDD_FlightNum_Item (example: 20250821_AF123_headphones.jpg). Preserve original packaging and warranty cards for valuables.
Time limits to observe: damage claims generally must be filed within 7 days from when the bag was returned; delay or presumed loss claims typically require written notification within 21 days from the date the bag was supposed to arrive. Submit claims and supporting files to the carrier and to any travel insurer immediately after collecting evidence; keep delivery/read confirmations.
| Item | Why it helps | How to obtain |
|---|---|---|
| Baggage tag & boarding pass | Proves checked status and flight route | Keep originals; photograph before disposal |
| High‑res photos/videos | Shows condition, missing contents and carousel scene | Use phone camera; retain original files with EXIF; back up |
| Receipts and serial numbers | Supports value claims and ownership | Scan receipts; photograph serial numbers and packaging |
| PIR/reference and agent names | Carrier tracking and contact point for claims | Obtain printed copy at desk; note agent badge/name |
| Police/security report | Needed for insurance and criminal follow‑up | File at airport police or local station; get written copy |
| Repair/replace estimates | Quantifies damage or loss value | Get quotes from vendors or authorized service centers |
If specific consumer goods are missing, collect the purchase proof (example link for a sample accessory): best choice products umbrella battery. When emailing the carrier or insurer attach PDFs of every document and name the files as above; include the PIR/reference number and flight details in the subject line.
Keep an audit trail: every phone call logged with time, person spoken to and summary; every email saved with timestamps. If CCTV or terminal security refuses access, send a written request citing the PIR/reference and retain their response for appeals or insurance review.
How to Pursue Compensation: Carrier Policy, Montreal Convention Limits, and Small Claims Options
Immediate recommendation: submit a written claim to the carrier and a formal demand to their claims department within the Convention time limits, attach all supporting documents, and convert the settlement requested into SDR to match Convention calculations.
Carrier claims procedure – exact steps and deadlines
1) File a Property Irregularity Report (PIR) at the airport or via the carrier’s claims portal and note the PIR number; keep a copy.
2) Submit a written claim to the carrier’s central claims office with: boarding pass, ticket/PNR, baggage tag numbers, PIR, photos, receipts for purchased replacement items, and a detailed inventory with estimated values. Use certified mail or the carrier’s tracked upload if available.
3) Montreal Convention time limits to reference in the claim: written complaint for damaged baggage – within 7 days from date of receipt; for delayed baggage – within 21 days from the date the bag was actually received (or from expected delivery for a claim of non-delivery). Legal actions must be started within two years from the date of arrival or from the date on which the aircraft ought to have arrived. Add these deadlines in the claim cover letter to preserve rights.
Montreal Convention monetary caps and practical handling
The Convention caps checked-bag compensation at 1,288 SDR per passenger for loss, destruction or irreparable damage; personal injury limits are handled under separate provisions (example cap often cited around 128,821 SDR for bodily injury matters). Convert SDR to local currency using the IMF published exchange rate on either the date of loss or the date the court uses – state the chosen date in your demand and be prepared to justify it to a judge. If declared value or carrier-sold excess valuation was purchased at check-in, that higher figure can override the standard cap – include the valuation receipt in your submission.
If the carrier denies or offers a low settlement, send a final demand giving a firm 14-day deadline for payment before filing suit. Preserve evidence of that demand and the carrier’s response.
Alternative recovery channels: credit-card chargeback for items paid with a card (file with issuer immediately, supply the PIR and communications), claim through travel insurance if policy covers baggage, and notify local consumer protection agencies for administrative pressure.
If missing items may have been removed after home delivery, consider securing recorded access evidence (for example, door-camera footage) to corroborate timing and access; see are door cameras secure for device/security considerations.
Small-claims and litigation tactics: verify the monetary ceiling and filing rules of the local small-claims court where you reside or where the carrier does business. Under the Convention, plaintiff can choose venue among several locations (carrier’s domicile, principal place of business, place where contract was made, or passenger’s principal and permanent residence if applicable) – pick the forum with the lowest filing friction and quickest timetable. Prepare a compact court bundle: demand letter, PIR, boarding pass, baggage tags, claim number, photos, receipts, carrier correspondence, and SDR conversion evidence. For amounts under the small-claims limit, courts often accept simplified proof and no lawyer; for larger values, evaluate cost/benefit of counsel before proceeding.
